Please read our disclamer about data accuracy (for 2016 data or time-related KPIs), by using this link.



Christophe Pariset - IS Applications Support


David Tonda - IS
Stéphane Bourgeaud-Lignot - D&PS



The KPIs of this page are based on IS Corrective Maintenance and Evolution ticket subtypes

 

 

 

 


  • IS
  • CRM / BRM
  • Process Managers


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Indicators


You can see the "data calculation & filters" table by following this link (Google Spreadsheet).
 
Volume & Evolution
  • Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
  • Ongoing age (in days) for open tickets at current date
  • The number of Ongoing tickets at the current date by month or year of creation.
  • Repartition Resolved tickets shows the part of IS tickets resolved by a SOLVAY group vs. a Partner group.
  • Closed Tickets without User Notification represents the % of tickets closed after 7 days because the end user never provided a feedback after the resolution.
  • Time spent in "Transferred to CM" measures the average time spent in the status "Transferred to CM" of resolved IS tickets.
 Resolution SLA
 
Only take into account the IS Corrective Maintenance ticket subtypes :
 
  • Resolution time :
    • SLA Target :
        • Corrective Maintenance < 80 business hoursGlobal
    • % Tickets for which the SLA is achieved (target : 80%)
    • Average Resolution time
    • SLA Score by Level, Partner priority or IS Process


Sources

Freshdesk

Refresh frequency
Daily


Specific Dimensions

  • Priority
  • Process
  • Sub Process
  • Category
  • Team (mapping on Process groups) : last team assigned to the ticket
  • Level
  • Group
  • Source
  • Historical Team
  • Historical Level
  • Historical Group


Scope

  • Current year
  • Y-1